Network Support Lead L3

Job Title : Senior Network Support Lead – L3 (Cisco & Fortinet) Position Overview

Take technical ownership of complex enterprise networking challenges in a role that combines advanced troubleshooting, network security, architecture support, performance optimization, and technical leadership. As a Senior Network Support Lead (L3), you will serve as the final escalation point for critical network issues, lead high-severity incident resolution, manage Fortinet firewall environments, and drive improvements in network reliability, security, and operational efficiency. You will also mentor junior engineers and contribute to network automation, infrastructure changes, and enterprise network design initiatives.

What You'll Do / Key Responsibilities

Advanced Troubleshooting & Incident Management

• Serve as the final L3 escalation point for complex network issues involving QoS, OSPF, BGP, VLANs, STP, port channels, NAT, ACLs, and VPNs.

• Perform advanced packet and traffic analysis using tools such as Wireshark, FortiAnalyzer, and Syslog.

• Lead P1/P2 incident bridge calls, drive root cause analysis, and ensure timely resolution.

Network Design & Architecture

• Contribute to and review high-level and low-level designs (HLD/LLD) for new sites, migrations, segmentation initiatives, and firewall architectures.

• Validate designs for scalability, security, and compliance with enterprise standards.

• Recommend improvements across routing, switching, wireless, and network security.

Firewall & Network Security

• Manage and optimize Fortinet FortiGate environments, including policies, NAT, UTM profiles, VPNs, routing, and high availability (HA).

• Audit firewall rules to support least-privilege access and compliance.

• Support network segmentation, hardening, and compliance initiatives.

Network Optimization & Reliability

• Perform capacity planning, traffic analysis, and network performance tuning.

• Monitor network health and proactively address recurring or systemic issues.

• Implement preventive measures and resiliency improvements.

Automation & Tooling

• Develop and maintain automation scripts using Python, Bash, and EEM.

• Automate configuration backups, compliance checks, and monitoring integrations.

Change Management & Migrations

• Lead major network changes, upgrades, firewall migrations, and routing redesigns.

• Prepare requests for change (RFCs), rollback plans, risk assessments, and post-change reports.

• Coordinate with application, infrastructure, security, and ISP teams.

Vendor & ISP Management

• Work with ISPs and OEMs, including Cisco and Fortinet, on escalations, TAC cases, and hardware issues.

• Validate circuit performance and support last-mile troubleshooting.

Documentation & Technical Leadership

• Maintain network diagrams, SOPs, configuration standards, and runbooks.

• Improve L1/L2 documentation and operational processes.

• Mentor L1/L2 engineers and promote best practices in troubleshooting and network operations.

• Contribute to training plans, technical standards, and continuous improvement initiatives.

Required Qualifications

• 10–12 years of networking experience, including 3–4 years in L3 or senior escalation roles.

• Extensive hands-on experience with Cisco IOS/XE and NX-OS.

• Strong expertise in routing protocols, including OSPF and BGP, and switching technologies, including VLANs, STP, and EtherChannel.

• Strong experience with Fortinet FortiGate (FortiOS) and Meraki wireless.

• Experience with SD-WAN, VXLAN, Cisco DNA Center (DNAC), and Cisco ISE.

• Solid understanding of network security, VPNs, QoS, and segmentation.

• Experience with NMS/SNMP monitoring, Syslog, and packet capture tools.

• Working knowledge of automation and scripting using Python, Bash, and EEM.

• CCNA certification or equivalent hands-on experience.

• Strong analytical and structured troubleshooting skills.

• Excellent communication during high-severity incidents, with a collaborative approach to problem-solving and mentoring.

• Proactive, detail-oriented, and automation-focused working style.

• Ability to perform occasional lifting of network equipment weighing up to 50 lbs, if required.

Preferred Qualifications

• CCNP Enterprise certification — strongly preferred.

• Fortinet NSE 4 or higher certification.

• Experience with Aruba Wireless, Extreme Networks, or Juniper Networks.

• Familiarity with voice and unified communications technologies, including SIP, VoIP call flows, and basic voice troubleshooting involving call quality, latency, jitter, and packet loss.

• ITIL v4 Foundation certification — optional.

What Makes HTC A Great Place To Build Your Future

HTC Global Services wants you to join our team. Come build new things with us and advance your career. At HTC Global, you’ll collaborate with experts, work alongside clients, and be part of high-performing teams driving success together. You’ll have long-term opportunities to grow your career and develop skills in the latest emerging technologies.

At HTC Global Services, our employees have access to a comprehensive benefits package. Benefits can include Group Health (Medical, Dental, and Vision), Paid Time Off, Paid Holidays, 401(k) matching, Group Life and Disability insurance, Professional Development opportunities, Wellness programs, and a variety of other perks.

Our success as a company is built on inclusion and diversity. HTC Global Services is committed to providing a workplace free from discrimination and harassment, where every employee is treated with dignity and respect. We celebrate differences and believe that diverse cultures, perspectives, and skills drive innovation and success. HTC is an Equal Opportunity Employer and a proud National Minority Supplier. We seek to empower each individual, fostering an environment where everyone feels valued, included, and respected.

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